Returns Policy and Procedures
If you are considering returning a product, please read the procedure to follow and our returns policy.
We want you to be completely satisfied with your purchase, but if you believe there to be a problem with any Inclusive Solutions product, our returns policy is designed to be as understandable and helpful as possible.
First steps to take if you suspect a problem
Please make sure you have tried new batteries before assuming a problem with any communication aid. Please use quality disposable batteries, as low-grade (or rechargeable) batteries often don’t provide the required voltage. If you still require assistance please contact us.
If you suspect your device has a fault, please contact us – we will talk you through a few steps to test it before proceeding. For a product to be considered defective on arrival, the fault must be reported in writing within 14 days of receipt of goods, and confirmed in writing by Inclusive Solutions. If a device has failed within the warranty period provided by the manufacturer, we will send you an RMA (Return Merchandise Authorisation) number and the relevant return address. Products may be replaced or repaired depending on the manufacturer’s warranty conditions and at Inclusive Solutions’ sole discretion. Items returned without an RMA number will not be accepted.
If you receive a damaged item, contact us within 14 days of receiving the order. A replacement will be sent as soon as the damaged item has been returned and inspected, at Inclusive Solutions sole discretion and subject to the Returns Policy and Procedures being met.
Items missing or sent in error
If you receive an item you didn’t order, or if an item from your order is missing, please contact us within 14 days of receiving the order. If items sent in error are not returned to us, please note that you will be sent an invoice.
Unwanted or unsuitable goods
If a product is found to be unsuitable for the user’s needs, it can be returned for a refund or a credit note or exchanged for a more suitable product, within 30 days from the date of invoice, provided that the product is undamaged, clean, in its original undamaged packaging and the product is in a resaleable condition. Any software returned must have been deactivated and uninstalled from a user’s computer first. Refunds will be made via EFT to the client’s nominated account within South Africa.
Please note the following products are excluded from our returns policy:
– Eye Control Equipment
– Customised mounting products
Should any of the above items be deemed unsuitable, they must be returned within 7 days of delivery. All contents and packaging must be original and in resalable condition.
Out of warranty repairs
Hardware failures that occur outside of the manufacturer’s warranty period can often be repaired (subject to cost and availability of parts). Inclusive Solutions can sometimes facilitate out-of-warranty repairs with the manufacturer. Once the item has been returned and is tested by either ourselves or the manufacturer, a repair quote will be issued. It is then up to you to decide whether you want to proceed with the repair or have the device disposed of. No work will be carried out without prior authorisation and payment, and unless otherwise stated, testing and fault diagnosis is free of charge. Please contact us to discuss the viability of any out of warranty repair.
Inclusive Solutions will pay for carriage charges for products that are defective on arrival (provided we are notified in writing within 14 days of delivery), items missing from an order or items sent in error. In all other cases goods are to be returned at the customer’s expense. Items can be brought to our offices providing you have contacted us beforehand to obtain an RMA number. Please bring proof of purchase (i.e. tax invoice).
When returning items
For hand delivery/courier delivery the return address is:
4 – 6 Skeen Boulevard
For post office delivery the return address is:
P.O. Box 3466
All returned items should be in original packaging wherever possible. Inclusive Solutions will not be liable for any damage to items that are not adequately packaged and damaged in transit. Proof of postage should be obtained for any item returned via the Post Office. We cannot repair/replace items that do not reach us.
Please ensure that you enclose:
• Your RMA number
• Your name and address
• Details of why you are returning the item (i.e. fault description)
• All associated packaging and accessories (e.g. discs, cables, manuals, memory cards etc.)
• Please remove batteries from all returned items to avoid damage in transit
Inclusive Solutions cannot be held liable for any loss of data stored on any product returned for testing/repair. It is the customer’s responsibility to ensure that all data is backed up where possible before returning the product.
The Returns Policy and Procedures are subject to our full Terms and Conditions of sale. Please see these for further information.